Your computer holds your life. Financial records, family photos, work documents, saved passwords, personal correspondence—it’s all there. So when something goes wrong and you need help, the person you invite to fix it gains access to everything.
Most people spend more time researching a restaurant than vetting the technician who will have unrestricted access to their digital life. That’s a problem, because the computer repair industry has essentially no barriers to entry. Anyone can print business cards and start accepting clients tomorrow. Some of those people are skilled professionals. Others learned everything they know from YouTube videos last week.
The questions below help you separate qualified professionals from well-meaning amateurs and outright risks. You don’t need to grill every technician like a job interview, but knowing what to ask—and what the right answers sound like—protects both your devices and your data.
Are You Insured?
This question surprises people, but it matters more than most realize. Professional liability insurance (sometimes called errors and omissions insurance) protects you if a technician accidentally damages your equipment or loses your data. General liability insurance covers accidents that happen during a service visit.
A technician working out of their garage might do excellent work, but if they accidentally fry your motherboard or drop your laptop, you have no recourse beyond small claims court. A properly insured professional can make things right because their insurance exists precisely for these situations.
The follow-up question: what kind of insurance and how much coverage? A vague “yeah, I’m insured” might mean they have auto insurance on their service vehicle. You want confirmation of both general liability and professional liability coverage. Established professionals won’t hesitate to answer this directly.
At RazorBass Technical Service Center, we carry full general liability and professional liability insurance specifically because we understand what’s at stake when clients trust us with their equipment.
What Certifications Do You Hold?
Certifications aren’t everything, but they’re not nothing either. Industry certifications require passing rigorous exams that validate specific knowledge areas. They represent a baseline commitment to professional development that self-taught technicians may or may not possess.
For general computer repair and support, CompTIA A+ is the industry standard. This certification covers hardware, software, troubleshooting methodology, and customer service skills. It’s vendor-neutral, meaning the technician understands computers broadly rather than just one manufacturer’s products.
For network-related issues, look for CompTIA Network+ or Cisco certifications (CCNA, CCNP). For security concerns like malware removal, CompTIA Security+ indicates foundational security knowledge, while certifications like CISSP or CEH indicate advanced expertise.
Here’s what matters about certifications: they’re verifiable. If someone claims to hold CompTIA certifications, you can verify them through CompTIA’s website. CISSP holders can be verified through ISC2. Anyone reluctant to have their credentials checked is waving a red flag.
Be wary of vague claims like “certified technician” without specifics. Certified by whom? In what? Some certifications require years of experience and grueling exams. Others require watching a few videos and paying a fee. The specific credentials matter.
How Do You Handle My Data and Privacy?
This question reveals a lot about a technician’s professionalism and ethics. The right answer involves specific policies and procedures, not vague reassurances.
A professional should explain that they access only what’s necessary to diagnose and resolve your issue. They shouldn’t be browsing your photos, reading your emails, or poking around in files unrelated to the problem. If they need to access sensitive areas—like checking browser extensions during malware removal—they should explain why beforehand.
Ask about their policy if they encounter illegal material. This sounds like an edge case until you consider how many computers pass through a busy repair shop. Professionals have clear policies about mandatory reporting requirements and how they handle these situations.
For business clients, data handling becomes even more critical. If your business handles customer information, health records, or payment data, your repair provider’s practices could affect your compliance obligations. The FTC provides guidance on data security that applies to businesses of all sizes—and extends to their service providers.
Also ask: what happens to my data if you can’t fix the device? Do they securely wipe drives before disposal? Do they return failed drives to you rather than keeping them? A professional has clear answers to these questions because they’ve thought through the scenarios.
What’s Your Diagnostic Process?
Skilled technicians follow systematic diagnostic procedures rather than randomly trying things until something works. The difference matters because methodical troubleshooting identifies root causes while trial-and-error often treats symptoms while leaving underlying problems unresolved.
When you describe your issue, a professional asks clarifying questions. When did the problem start? What changed recently—new software, updates, hardware additions? Does it happen consistently or intermittently? Under what conditions? These questions aren’t small talk; they’re narrowing down possibilities before touching your machine.
A professional should also explain what they’re going to do before they do it. “I’m going to run hardware diagnostics first to rule out failing components, then check for malware, then examine your startup programs” tells you they have a plan. “Let me take a look and see what’s going on” followed by silence tells you they don’t.
This matters because proper diagnosis prevents unnecessary work. A technician without a systematic approach might reinstall your operating system when the actual problem was a failing hard drive. You’d pay for the reinstallation, then pay again when the drive fails completely a month later.
Can You Provide a Written Estimate?
Verbal quotes disappear into the air. Written estimates create accountability.
A professional estimate should itemize labor, parts (if needed), and any other charges. It should specify whether the quoted price is firm or an estimate subject to change once they investigate further. Many repairs legitimately can’t be quoted precisely until diagnosis reveals the full scope—but that itself should be explained clearly.
Ask about diagnostic fees. Some shops charge a flat diagnostic fee that applies toward repairs if you proceed. Others diagnose for free but have minimum service charges. Neither approach is inherently better, but you should understand the terms before handing over your equipment.
For business IT support, ask about ongoing support arrangements. Hourly rates for one-off fixes might make sense for occasional needs, but regular support relationships often work better with retainer arrangements or managed service agreements that provide predictable costs and priority response.
Get clarity on payment terms too. When is payment due—upon completion, within 30 days, or before they begin work? What payment methods do they accept? These details prevent awkward misunderstandings later.
What Happens If the Repair Doesn’t Work?
Even good technicians sometimes can’t fix every problem. Equipment fails in ways that aren’t economically repairable. Software issues sometimes require more extensive rebuilding than expected. Understanding the policy when things don’t go as planned prevents disputes later.
Ask about warranties on their work. A confident professional stands behind their repairs, typically offering 30 to 90 days coverage if the same problem recurs. This warranty should cover their labor; parts warranties depend on manufacturer terms.
What if they make things worse? This happens rarely with competent technicians, but rarely isn’t never. A professional with proper insurance can handle these situations. Someone without insurance might argue with you about fault.
Also ask about turnaround time and what happens if it takes longer than expected. Life happens—parts get delayed, complications arise, other emergencies pull attention away. A professional communicates proactively when timelines slip rather than leaving you wondering whether your computer fell into a black hole.
Do You Have References or Reviews?
Online reviews provide a starting point but shouldn’t be your only research. Reviews can be gamed, and some platforms are worse than others about removing fake ones. That said, patterns in reviews tell you something. Consistent complaints about the same issues—slow communication, unexpected charges, unresolved problems—suggest systemic problems rather than one-off bad experiences.
The Better Business Bureau provides another data point, particularly for complaint history and how businesses respond to problems. An established business with no complaints over many years suggests consistent quality. A string of recent complaints suggests something changed—or was never right.
For significant work, ask for direct references you can contact. Business clients especially should talk to other businesses the technician supports. Questions to ask references: How responsive are they when you have urgent issues? Do they explain things clearly? Have you ever had a billing dispute and how was it handled? Would you hire them again?
Local businesses with physical locations and community ties have reputational accountability that anonymous online services lack. When your technician also runs into you at the grocery store, they have incentive to make sure you’re satisfied.
What’s Your Experience With My Specific Issue?
Computer repair covers enormous range. The skills required to recover data from a failing hard drive differ substantially from those needed to remove sophisticated malware, which differ again from those needed to troubleshoot network connectivity problems.
General competence matters, but specific experience with your type of problem matters more. Someone who primarily builds gaming PCs might struggle with enterprise network issues. Someone focused on business infrastructure might not know the quirks of creative software that graphic designers rely on.
This doesn’t mean you need a specialist for every issue—many problems are straightforward for any competent technician. But for complex or unusual situations, asking “have you dealt with this before?” provides useful signal. An honest answer like “I haven’t seen that exact problem, but I’ve handled similar situations and here’s my approach” is better than false confidence.
Who Actually Does the Work?
At larger shops, the person you talk to initially might not be the person who touches your computer. That’s fine, but you should understand the arrangement.
Ask whether the business owner or employees handle your repair. If employees, what are their qualifications? Some shops hire skilled technicians; others hire whoever they can get cheap and hope for the best. The certifications question applies here—if the business touts credentials, confirm those credentials belong to whoever actually works on your equipment.
For sensitive situations—particularly anything involving business data, security incidents, or forensic investigation—you might specifically want to know who has access to your equipment and whether background checks are part of their hiring process.
At RazorBass, this question has a simple answer: Patrick Bass personally handles every service request from initial contact through resolution. There’s no hand-off to junior technicians, no queue of anonymous workers. You know exactly who has your equipment and who’s responsible for the outcome.
Finding the Right Fit
The right repair service depends on your specific needs. Home users with occasional problems have different requirements than businesses depending on technology for daily operations. Someone needing one-time virus removal has different priorities than someone seeking ongoing IT support.
Trust your instincts during initial conversations. Does the technician listen to your problem or immediately jump to conclusions? Do they explain things in terms you understand or hide behind jargon? Do they pressure you toward expensive solutions or present options honestly?
Price matters, but it shouldn’t be the only factor. The cheapest option isn’t a bargain if they don’t fix your problem, damage your equipment, or expose your data. Conversely, the most expensive option isn’t automatically the best. Look for fair pricing backed by credentials, insurance, and clear policies.
Technology problems are stressful enough without adding uncertainty about whether you can trust your repair service. Taking a few minutes to ask the right questions upfront saves headaches—and potentially much worse—down the road.
RazorBass Technical Service Center provides professional IT support for home users and small businesses throughout Fort Smith and the River Valley. Fully insured and industry certified, we bring enterprise-level expertise to every repair. Contact us to discuss your technology needs.
